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Customer Management IQ

Blake Landau

Customer Management IQ is a forum for sharing ideas, best practices and solutions within the business community. The emphasis of Customer Management IQ is on peer-to-peer communications within the Customer Management community.

Simply put, you can interact and share solutions with an incredible network of authoritative sources and practicing professionals. It's easy. It's fast. It's free.

And it enables you to find from your peers a method, a solution, a proven best practice that solves your specific problems when you need it solved.

Customer Management IQ offers a steady stream of front-line content that is timely, relevant, practical and has been validated by practitioners. We have day-in, day-out contact with movers and doers in the Customer Management world.

Archived from iTunes at https://itunes.apple.com/us/podcast/customer-management-iq/id364684542. Items in this collection are restricted.

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Customer Management IQ
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Interview with Brian Vellmure, Business Strategist, CRM Specialist, Profit Driver, Problem Solver and speaker at CRM Evolution, August 2nd-4th in New York City. Tune into this podcast for a sneak peak on Vellmure's program and what the CRM crystal ball holds for our industry.
Customer Management IQ
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Former Gartner Analyst Esteban Kolsky addresses key learnings in social CRM in addition to misconceptions about Enterprise 2.0, social media and customer management.
Customer Management IQ
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Listen in on this interview for a sneak peak of Katz' session at the International Contact Center Exchange Conference in Miami this October!
Customer Management IQ
Jun 22, 2010 Blake Landau
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In this interview Andrew Hull talks about the importance of the multi-channel customer experience. He will share case studies with us from Match.com and MySpace.
Customer Management IQ
Jun 22, 2010 Blake Landau
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Interview with John Jantsch, author of The Referral Engine. In his book THE REFERRAL ENGINE: Teaching Your Business to Market Itself (Portfolio), marketing expert John Jantsch offers practical ways to harness the power of referrals for a steady flow of new customers. In this podcast Jantsch explores how the Referral Engine can drive businesses from your own network, and keep new customers coming back for more.
Customer Management IQ
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In this interview with David Vap, Chief Solutions Officer of RightNow, we address new and exciting contact center technologies. RightNow is a provider of Cloud Based CX Software solutions that improve customer experience. Hear about why RightNow is focusing on mobile and social technologies and what's in store for 2010.
Customer Management IQ
Jun 3, 2010 Blake Landau
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Michael Thomas, Principal of Effective Engagements, talks with Customer Management IQ about social business strategy and why CRM is the most exciting technology space today. Michael is a well established authority on CRM (Customer Relationship Management) and Social CRM strategies and best practices. Michael is also known for his understanding of the Social and Mobile audience and how to engage this group on their terms. Effective Engagements is a Social CRM Consultancy promotional company and...
Customer Management IQ
Jun 2, 2010 Blake Landau
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In this interview Lauren Hall-Stigerts talks with Customer Management IQ about some of the exciting software and technology developments from Ngenera and other key learnings from the Social CRM Summit in Atlanta this year.
Customer Management IQ
May 19, 2010 Blake Landau
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Interview with social media guru Daniel Ziv on social business strategy and how it impacts the contact center.
Customer Management IQ
May 18, 2010 Blake Landau
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In this interview find out how you need to be leveraging VOC in your contact center with Shannon O'Connor, Regional Vice President, with Verint Solutions, a leading provider of Actionable Intelligence® solutions and services for enterprise workforce optimization and security intelligence. O'Connor answers your pressing call center technology questions!
Customer Management IQ
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Paula Klee Parish can be described of the Emily Post of the business world. She knows how to improve business relationships through better communication and behavior. Parish, the author of "The Journey to Be Your Own Best Friend," gives us a lesson on how development can change the quality of your interactions. Parish addresses how to handle difficult people. Many people in the working world find themselves in difficult situations with co-workers. Have you ever heard of the...
Customer Management IQ
May 5, 2010 Blake Landau
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In this interview with Randy Saunders, Program Director for Cincom's Customer Experience Management group, discusses how Absa Bank effectively empowered their call center agents to deliver better customer experiences. In addition get the low-down from Saunders on exciting technological developments for the contact center industry and why, after all these years, he finds call centers fascinating.
Customer Management IQ
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While most companies are still in the nascent stages of capturing and engaging their audiences through social media, recognizing the importance of the dialogue has become critical to successful branding efforts. While the unstructured customer data shared on social networks such as Twitter and Facebook provides stimulation for innovative ideas, the product, process improvements and insights presented can also help transform a company whose mission is to be more customer-centric, relevant and,...
Customer Management IQ
Apr 21, 2010 Blake Landau
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Social media is a misnomer. Doug Richards, Social Business Evangelist, knows metrics. Richards of Centriq Training understands that for most of us metrics are hard enough as it is. And we have established the reality that metrics can be misleading. After all, metrics are driven by what the business values. What is wrong with this picture? In most cases this does not include social media. So the metrics are biased. Currently we aren’t seeing widespread adoption of social business metrics—but...
Customer Management IQ
Apr 12, 2010 Blake Landau
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In this podcast hear from Rob Cate of Vegas.com who will be leading an exclusive site tour at the 11th Annual Call Center Week produced by IQPC. We have moved from a downturn economy to a slow growth economy—this affects the travel/tourism industry. In this podcast find out how hiring and retention at Vegas.com was affected by the economic downturn in the travel industry. Hear from customer service and travel industry extraordinaire Rob Cate.
Customer Management IQ
Mar 29, 2010 Blake Landau
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Social business encompasses more than just the buzzy term "social crm." Social business extends to include how we interact with our customers, partners and employees. The two pre-eminant thought leaders on social business Kathy Herrmann and Dr. Natalie Petouhoff discuss the real value of social business--how you can actually measure the value of "going social." Kathy Herrmann is a Partner in Pathlight Solutions, a firm specializing in business transformation. She's known in...
Customer Management IQ
Mar 19, 2010 Blake Landau
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In this panel Jo'Ann Alderson, President of Progressive Communications, Glenn Pasch, President of Improved Performance Solutions, Mary Murcott, President of Performance Transformations Incorporated, and Emily Yellin, speaker, consumer advocate, Author of "Your Call Is (Not That) Important to Us" discuss the pros and cons of offshoring and outsourcing activities. We discuss examples of companies that have improved its customer experience through outsourcing. We also address onshoring...
Customer Management IQ
Mar 19, 2010 Blake Landau
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Hear from Jo'Ann Alderson, President of Progressive Communications, Glenn Pasch, President of Improved Performance Solutions, Mary Murcott, President of Performance Transformations Incorporated, and Emily Yellin, speaker, consumer advocate, Author of "Your Call Is (Not That) Important to Us" the latest research on Interactive Voice Response. In this panel we address if IVR is a help or a hindrance, when it's appropriate to encourage customer self-service and replace humans with...
Customer Management IQ
Mar 16, 2010 Blake Landau
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Call center technology will make or break your organization's customer strategy. Without providing your agents with access to the proper customer data you will not be able to fulfill your customer promise. In this interview thought leader Francis Carden speaks with Customer Management IQ about significant technologies that improve the productivity of the call center. This includes technology that reduces the amount of time the agent spends on performing repetitive processes so she can spend...
Customer Management IQ
Mar 8, 2010 Blake Landau
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The call center has a horrendous reputation—that’s old news! The second in a series of power player podcast panels, three call center futurists address how you can turn your call center from a “complaint center” to a “thinking organization.” Some call center thought leaders argue everything old is new again—specifically improved communication in the call center and with customers. Have you ever heard call center representatives compared to automatons? Jo’Ann Alderson, Kathy...
Customer Management IQ
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Refractive Dialer is the first and only multi-line dialing system with zero delay. Josh Tillman created this technology, the only of its kind, and people are starting to notice. Software as a Service (SaaS) solution is not a predictive dialer or a voice blaster. This new and unique technology allows a single marketing agent to make as many calls as a 30 agent call center. Using Refractive Dialer will dramatically increase the number of live people your agents speak to. Refractive Dialer enables...
Customer Management IQ
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In this podcast hear from four call center power players who will address how you can gain the support of your executive team. Great call centers who are able to turn their cost center into a revenue generating arm of the business have the support of the executive suite. This is key critical to the performance of any call center. The best call centers have change agents within the executive team who take the time to actually visit the call center, listen to calls, and customers. Great leaders...
Customer Management IQ
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Paco Underhill knows what women want—and he is eager to share this information with Customer Management IQ. Underhill talked with Blake Landau about his newest book “What Women Want” to be released this June. The goal of the book is to help marketers, call center leaders and retailers identify the dollars left on the table as a result of an incomplete customer-strategy. What’s missing? The messages and accommodations for females! Underhill, author of the game changing retail book “Why...
Customer Management IQ
Feb 2, 2010 Blake Landau
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You might call Barry Dalton a "twerson." He is an avid Twitter user, and as the VP of Innovation and Architecture for Telerx he's the social media champion for his call center. In this podcast Dalton talks candidly about Telerx (a BPO owned by Merck) as well as other social media minded call centers. While many call center executives fear social media, Dalton embraces it. Dalton says social media is the "great equalizer" in the corporate power structure. He believes...
Customer Management IQ
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To meet today's pressure to attract new customers, many companies pull out all the stops in order to woo strangers to sample their wares. But it's usually at the expense of theri existing customers--the lifeblood of the business and the primary contrbituors to profit--who are far too important to ignore. The time has compe to flip yesterday's outdated marketing funnel. To grow your business and shrink your spending, the trick is to shift your focus away frome nding with the acquisition of new...
Customer Management IQ
Jan 25, 2010 Blake Landau
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Eugenia Garcia, the Founder the Institute of Mexican Teleservices (IMT), is gearing up to present at the IMT to address the “new global services economy.” The IMT is Mexico’s leading contact center and customer contact organization. Garcia joins Customer Management IQ to talk about her organization and the theme of the First Global Contact Forum. Garcia and her team are bringing people from Latin America to expand the reach of the organization to organize a truly global encounter. There...
Customer Management IQ
Jan 12, 2010 Blake Landau
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Duane Cashin is shouting from the roof tops that we do not live in a competitive marketplace but a crowded marketplace. Cashin, a sales trainer and management consultant, does not currently see companies performing at the level necessary to be successful in today’s marketplace. Cashin demands that sales executives re-evaluate the definition of a high performing organization. Cashin believes that the term “competitive” says a person, or organization, is pushing themselves to the limit. He...
Customer Management IQ
Jan 11, 2010 Blake Landau
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In this interview Tim Searcy of the American Teleservices Association will discuss his involvement with the IMT Global Contact Forum. In addition he will give us some insight into what regulatory and compliance issues the call center community need to be aware of in 2010.
Customer Management IQ
Nov 18, 2009 Blake Landau
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Many call centers employ Gen Y employees--who are attached to their facebook pages and other social media sites, however how do you provide quality service with the plethora of employee distractions? Learning how to effectively manage social media for personal use is crucial to the success of your call center. Learn in this podcast panel with three industry experts how you can keep your call center orderly while providing a good employee experience in the call center. Hear from Manny Alvarez,...
Customer Management IQ
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Today’s marketers realize they are fighting for eyeballs in a survival of the fittest war. However marketing muscle no longer means push marketing—today’s fit marketer is creating and delivering value. Bob Gilbreath, Chief Marketing Strategist for Bridge Worldwide moves us in his new book The Next Evolution of Marketing: Connect With Customers by Marketing with Meaning. When the economy went south too many marketers clamored for their old marketing text books. Their knee jerk reaction was...
Customer Management IQ
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In this podcast with seasoned call center managers Maura Sullivan and Rob Siefker you will hear some of the powerful tools for managing a successful call center. Find out how the Amazon acquisition of Zappos is going to affect the customer service culture. You will also hear about the Zappos call center KPIs. Sullivan and Siefker will talk about what it means to manage the customer complaints and unstructured data. Curoius about how Zappos has triumphed social media? Find out in this podcast...
Customer Management IQ
Nov 4, 2009 Blake Landau
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Joe Giliam is one trainer who always gives his audiences more than they expect: more inspiration, more motivation and more enthusiasm. He's helped people from a variety of backgrounds enhance their professional skills, take on new challenges and improve workplace performance. Joe's training philosophy is simple -he truly cares about helping others better themselves, and his sincerity comes through with every word he speaks. Joe has served as a college dean, college instructor and a management...
Customer Management IQ
Oct 15, 2009 Blake Landau
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This exclusive podcast panel will feature a handful of the distinguished advisory board members from Customer Management IQ. We will address what customers really want in a downturn economy. We are joined by Emily Yellin, critically acclaimed journalist for the New York Times and author of the groundbreaking book "Your Call is (Not That) Important to Us." We will also be joined by Mark Ballard, co-founder and CEO of Sugardaddy’s Sumptuous Sweeties. Ballard is a word of mouth...
Customer Management IQ
Oct 14, 2009 Blake Landau
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Senator Vitter, keynote speaker at the ATA National Convention, addresses Customer Management IQ listeners. Senator Vitter will discuss issues impacting the American Teleservices Association and its community. He will talk about collaborative efforts between business and government and the aftermath of Hurricane Katrina. Senator Vitter will also talk about role of small business and entrepreneurship in New Orleans—the fastest growing city of 2009. In this podcast interview you will also hear...
Customer Management IQ
Sep 30, 2009 Blake Landau
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In this podcast you will hear the golden rules of developing your webcare team to assist with customer-to-customer and employee-to-customer interaction. Vermaat, the Customer Care Operations Director at UPC, a provider of bundled cable television, internet adn telephone services to countries like the Netherlands, Ireland, Poland, Switzerland, Austria, Slovakia, Hungary and the Czech Republic. Vermaat will be speaking at the Customer Experience Exchange on Friday October 30th at the Sheraton...
Customer Management IQ
Sep 30, 2009 Blake Landau
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Kristina Evey wants you to wake up to your customer’s call. In the current economy we can no longer afford to be sloppy with our customers. Evey feels providing customer experience is a lost art. She sees part of the problem as the lack of top-down focus on the customer. She believes we are still at square one. Defining who you are and how you would like to be seen by customers is crucial to your brand. Leadership should establish this kind of culture. When the leadership takes an initiative...
Customer Management IQ
Sep 28, 2009 Blake Landau
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Interview with one of the world's top business social networking thought leaders and practitioners, she created the first business application on Facebook and leads salesfore.com's partnership with facebook. Shih systematically identifies your best opportiies to use social networks to source new business opportunities, target marketing messages, find the best employees, and engage cusotmers as true partners throughout the innovation cycle.
Customer Management IQ
Sep 21, 2009 Blake Landau
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Andrew Knight does much more than write the Case-Mate blog. Case-Mate which is a leading manufacturer of cases, holsters, skins, covers and accessories for Apple iPhone, BlackBerry, iPod, MacBook, cares about its customers and is navigating the social web to let them know. Online surveys, email, blogs, Twitter, Facebook, YouTube all represent new ways for customers to express what they think and how they feel about your brand. In this increasingly digital age, new media is becoming mainstream,...
Customer Management IQ
Sep 10, 2009 Blake Landau
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Steve Brubaker, Senior Vice President of Corporate Affiars for InfoCision Management Corporation, a leading provider of call center solutions, specializing in political, Christian and nonprofit fundraising, and sales and customer care. Brubaker never thought he would find himself in the telemarketing industry. Brubaker has been with InfoCision since 1985 and has been with the company to witness its explosive growth. He talked with Customer Management IQ’s Blake Landau about call center talent...
Customer Management IQ
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Judy McKee, co-author of The Positive Coach Approach and co-founder of McKee Consulting LLC, knows call center talent management and how to turn your cost center into a profit center through positive coaching. To improve call quality and in turn customer experience, managers and coaches must understand and embrace the philosophy and background of the process as outlined in each foundational block which she describes in this podcast interview. Hear about these four principles as well as what...
Customer Management IQ
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In this podcast Stephen Dawson, Director of Communication and Strategic Planning for the Heritage Company, a full-service non-profit agency, talks with Customer Management IQ’s Blake Landau on how to improve call quality and customer satisfaction. In recent years, the drive for efficiency has been a major factor in business decisions throughout the United States, and perhaps nowhere has this trend been more evident than in call centers. The economic downturn has made the need for efficiency...
Customer Management IQ
Aug 27, 2009 Blake Landau
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Keith Fiveson, CEO of ITESA sat down with Customer Management IQ’s Blake Landau to discuss how to manage effectively in the call center using an important and often ignored tactic EQ. Handling calls efficiently may be one of the main tasks of call center representatives. However, this includes the call center representative’s ability to listen, build a rapport with a customer, engage in a dialogue and solve problems in the call center. The ability to handle odd timings, and call center work...
Customer Management IQ
Aug 19, 2009 Blake Landau
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Chad Richter, Partner of Jackson Lewis LLP, knows the host of issues his call center clients have with social media. Richter’s phone is ringing off the hook. Richter joined Customer Management IQ’s Blake Landau to discuss how call centers can deal with some of the challenges and opportunities brought by social in the call center. Richter sees an increase in discrimination, harassment claims, disability issues, family and medical leave act issues. If you have policy or practice that aren’t...
Customer Management IQ
Aug 17, 2009 Blake Landau
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In this podcast with Lon Safko, author of The Social Media Bible, we show you how to build or transform your business into a social media—enabled enterprise where customers, employees, and prospects connect, collaborate, and champion your products, your services and your way of doing business. Using Safko’s systematic approach presented in this podcast you will hear the latest and greatest tools on increasing your company and brand value by engaging people in new forms of communication,...
Customer Management IQ
Aug 11, 2009 Blake Landau
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Eric Blinderman thinks we are sitting at a good time right now for the crossroads of customer service and social media. Blinderman presented at the American Teleservices Association’s New York chapter on Social Media and customer service and further unpacked these ideas in this podcast interview with Customer Management IQ’s Blake Landau. Gone are the days of three martini lunches and spending on branding at golf tournaments because the CEO likes to golf. Now companies need to re-focus on...
Customer Management IQ
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Congratulations! You have just been elected CEO by the board of directors of your company. Now you need to go into the next room to present to all of your stakeholders, some of your competitors, some of your shareholders, and a group of people who live in the community do business in the area that you represent. Your audience wants to know the purpose of your business, in other words why is the world a better place because your organization is in it. This is the scenario Linda Ireland gives her...
Customer Management IQ
Aug 5, 2009 Blake Landau
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Janet Le Blanc, Director of Customer Value Management for Canada Post was inspired by Bradley Gale. Le Blanc, a presenter at IQPC’s Call Centre Canada conference, recognized that many of Canada Post’s executives and sales account teams were unable to communicate. They were unable to clearly communicate the value the company provided to customers. Le Blanc set out to create value for the customer by identifying what made the company different than its competitors. Why choose Canada Post...
Customer Management IQ
Jul 31, 2009 Blake Landau
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Social media has changed how we think about marketing. Word of mouth has always been the most influential with regard to purchase decisions but historically word of mouth was limited on how far it could travel. Today word of mouth can circulate around the world in a matter of minutes. Steve Latham, Founder and CEO of Spur Interactive, knows how to maximize the social web and provides a clear overview of the opportunities and challenges for brands. Voice of the customer and customer feedback are...
Customer Management IQ
Jul 30, 2009 Blake Landau
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Chris Elliott is a consumer advocate for the travel industry. Elliott will tell you he has jet fuel in his veins. He has devoted his journalism career to reporting on unsolvable problem issues in the travel industry. Customer Service excellence and travel have historically been like oil and water. But Elliott aims to change all that and wants to one day be obsolete. But considering the state of the travel industry the end of his work as a consumer advocate and journalist is nowhere in sight....
Customer Management IQ
Jul 29, 2009 Blake Landau
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Customer feedback comes in various forms. It can be implicit or explicit, solicited in a controlled manner or given freely in a peer-to-peer setting. Utopy, a provider of speech analytics, is interested in revolutionizing call center speech optimization. Colette Yee, a graduate of Wharton Business School and Director of Marketing for Utopy, sheds light on customer feedback and new trends in leveraging voice of the customer for profit. This voice of the customer feedback on products, services,...
Customer Management IQ
Jul 28, 2009 Blake Landau
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In the 1980’s and 1990’s, the economy experienced a boom. Big Box retail was in. According to Robert Spector, author of THE NORDSTROM WAY: The Inside Story of America's #1 Customer Service Company, it’s out! His book The Nordstrom Way was the first and only up-close and personal look at how this company became the national standard of customer service and spent 17 weeks on the Business Week Bestseller List, and was nominated for the Booz Allen Hamilton/Financial Times Global Business...
Customer Management IQ
Jul 24, 2009 Blake Landau
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Editor's Note: Hear more from Gary Schwartz at IQPC's Customer Feedback Week conference in September. For more information about the event, click here. Gary Schwartz, an active speaker at IQPC’s 2009 Customer Feedback Week conference, is excited about turning data into profit through the voice of the customer. He claims that every business must take voice of the customer seriously. Schwartz wants you to enable your customers to talk about what they want, when they want, how they want. This...
Customer Management IQ
Jul 22, 2009 Blake Landau
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Editor's note: In this podcast, David Cicarrelli of Voices.com describes how to partner live chat with CRM systems. Hear more from Cicarrell, a speaker at IQPC’s Call Centre Week Canada conference in August. Learn about the event here. David Cicarrelli is interested in matchmaking. The founder of Voices.com, Cicarrelli saw a demand for improved customer service offerings and launched his company, a matchmaker between buyers and sellers of voice recordings. Cicarrelli is interested in...
Customer Management IQ
Jul 9, 2009 Blake Landau
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Colin Shaw, the author of "The DNA of Customer Experience" has caused a stir in the customer service community with his unique perspectives on differentiating your customer service offering. Shaw believes emotions will 'Drive' or 'Destroy' value in your business. Shaw and his team believe they can answer the question 'Where is the Money?', in relation to improving the emotional engagement. Shaw has created the "Emotional Signature," the culmination of two years of research,...
Customer Management IQ
Jul 8, 2009 Blake Landau
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Roy Barnes is the former head of customer experience for the Marriott. He belives that most companies aren’t run by the CEO’s or even Senior management. Most companies are run by the people who show up every day to push the mission and vision forward. It is the employee, their interest, heart and engagement that drive customer satisfaction…in all but a handful of circumstances, it is the human side of company/customer interaction that proves the difference. Proof ultimately is in the...
Customer Management IQ
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Technical support is an inherent part of the customer experience for many businesses, and how well that service is delivered can have a profound and lasting effect on the customer’s willingness to buy again in the future. New research from Vocal Laboratories (Vocalabs) validates the impact of phone-based customer service on customer satisfaction and customer loyalty. Peter Leppik is the CEO of Vocalabs and spoke with Customer Management IQ’s Blake Landau about the research that went into...
Customer Management IQ
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Roxanne Emmerich is stirring things up in the customer service world. Her new book Thank God It’s Monday! Creating a Workplace Your Employees and Your Customers Love makes the business case for making your company employee-focused, and in doing so customer-focused. Emmerich addresses a broad range of workplace issues that cause stress and dissention, which often results in customers heading for the hills. In this podcast with Customer Management IQ’s Blake Landau, Emmerich describes the...
Customer Management IQ
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Hilton has been raising the bar by providing outstanding customer service with an at home call center representative t program comprising 40 percent of call center representatives. Hilton has saved money with at home versus in house while getting quality call center representative staff. Michelle Rowan, former director of Customer Contacts and Performance Management, talks about how Hilton successfully increased voice of the customer (VOC) and the company’s quality scores. Rowan is passionate...
Customer Management IQ
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According to branding phenomenon John Gerzema, the best brands today communicate excitement, dynamism and creativity. So what do companies such as Pixar, Wikipedia, Adidas and the iPhone have that others don’t? We asked Gerzema how he collected and analyzed the data to compile a chart of the highest performing brands today. What he found was sobering: The amount of trust customers place in a brand today is a ghost of what it was more than 10 years ago. What was a consumer crisis has become a...
Customer Management IQ
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Zappos--have you heard of them? If not, you must be living under a rock! Zappos is written about everywhere in the business press for their absolutely stellar customer service. Known for their completely unorthodox customer service culture, Zappos views any expense that enhances the customer experience as a marketing cost. The company believes the opportunity to go the extra mile for the customer generates revenue. The company is fanatical about tracking customer purchases and keeping track of...
Customer Management IQ
Jun 2, 2009 Blake Landau
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The economic crisis has put pressure on marketing budgets and managers who need to provide quantifiable results for every dollar spent. Before the economic crisis determining ROI might have been a luxury, but now it is no longer an option. According to Les Moeller, partner at Booz and Co. and co-author of The Four Pillars of Profit Driven Marketing, each year billions of dollars are spent on marketing. However, more often than not, most of this cash disappears into thin air, and marketing...
Customer Management IQ
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The economic crisis has put financial stress on middle class families. These challenges are often because of unforeseen circumstances, such as a job loss or illness. New Jersey SHARES provides relief to people who are not eligible for other types of assistance. It is the only statewide, nonprofit 501(c)(3) organization that provides grants to pay the utility bills of households in need through a statewide network of more than 213 community-based social service agencies operating out of 238...
Customer Management IQ
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With over 16 years in the call center environment, Southwest Business Corporation’s Darryl Flores has had many times when his Senior Management has said “show me.” As a result, his experience in developing unique approaches and distinctive metrics to prove the value of the call center is generous. These “show me” opportunities come in to play when asking for staffing, technology and process changes. Further, other divisions within a company’s call center can “show” Senior...
Customer Management IQ
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In this rapidly evolving and challenging economic climate, it's critical to obtain the best from your call center representatives. Dr. Brooks Mitchell, professor at the University of Wyoming, feels organizations can better capitalize on the direct link that exists between behavior modification and immediate, relevant rewards. This is done by facilitating the design, implementation and ongoing administration of call center workforce incentive programs. Dr. Mitchell creates these incentive...
Customer Management IQ
May 12, 2009 Blake Landau
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Most marketers’ messages fall on deaf ears. Nothing shocks us anymore. It’s all been done, and marketers rarely step outside of their comfort zone to shake things up. Andy Nulman wants to change this and teach marketers how to profit by taking chances. Nulman’s new marketing book, Pow! Right Between the Eyes! Profiting From the Power of Surprise, shows the value of brand authenticity in today’s saturated information economy. Nulman is a marketing guru who has years of expertise in...
Customer Management IQ
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Joel Rubinson has been the Chief Research Officer at the Advertising Research Foundation (The ARF) assembles a cohesive set of industry trends and priorities. The three top priorities of the ARF include research transformation, 360 media and marketing, and reestablishing trust in online research panels. He speaks with Customer Management IQ's Blake Landau about social media marketing, metrics and ROI.
Customer Management IQ
Apr 28, 2009 Blake Landau
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How can we make experiences positive for customers? How can we create a cohesive strategy to manage customers at different touch points and across different channels? David Cliche, VP Global Interactive Media for Aon Corporation, knows that you have to meet expectations at any touch-point over a lifecycle. This is not just a marketing tagline; it needs to be ingrained into a company’s marketing philosophy. Customers want to become part of the service culture of an organization and have a role...
Customer Management IQ
Apr 21, 2009 Blake Landau
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Emily Yellin knows customer service, specifically what it reveals about our world and our lives. In her book Your Call is (Not That) Important To Us, Yellin reminds us that when you bring up the subject of customer service phone calls, the blood pressure of everyone within an earshot rises exponentially. Otherwise calm, rational and intelligent people go off on extended rants about an industry that seems to grow more inhuman and unhelpful with every phone call. In this interview Yellin cuts...
Customer Management IQ
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In today's uncertain business climate, it is more important than ever to secure the Loyalty of your customers. Loyalty is the trust, the understanding, and the emotional bond you have with your customers, and they with you. Nurturing this emotional bond is the heart of loyalty advantage. In this session we speak with Brookeside Group CEO Tom Cates who is an expert in a comprehensive approach to customer loyalty.
Customer Management IQ
Apr 9, 2009 Blake Landau
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We are no longer in the customer service economy—we are in the customer experience economy. However, because they are distracted by the economic downturn, most businesses have forgotten the importance of the voice of the customer. In this podcast panel, Marcia Johnson, Chief Marketing Officer of Glacier Bancorp Inc; Dennis Snow, author of Lessons From the Mouse: Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life; and Mary Malone, MS, JD, President of...
Customer Management IQ
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In the current economic climate, ensuring that your company is operating effectively and with the right organizational structure and performance management has become critical. Today’s consumer mistrust of big financial institutions creates a challenge for executives in customer management, and more importantly, call center management. However, call centers can still thrive—at AXA Derek Bishop lead and designed the implementation of a full customer service operation within six months....
Customer Management IQ
Mar 19, 2009 Blake Landau
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Decision Management Solutions' CEO James Taylor talks with Blake Landau about why the CRM systems most organizations rely are not very smart. Taylor is the author of "Smart (Enough) Systems" and a frequent speaker on decision management. For timely and relevant customer managementcontent please visit www.customermanagementiq.com.
Customer Management IQ
Mar 12, 2009 Blake Landau
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Today, improving the effectiveness of the retail experience is crucial. According to Herb Sorensen it's a matter of survival, the preeminent thought leader on in-store behavior. Sorensen has studies the microscopic analysis of millions of shopping trips and knows what your customers are thinking. Customer Management IQ's Blake Landau speaks with Sorensen about how you can reshape your stores and shopping experiences for better results. Please visit us at www.customermanagementiq.com for more...
Customer Management IQ
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Strategic well-crafted and well-executed marketing campaigns are more crucial today than ever before. But is it smarter to focus on customer acquisition or on current customer relationships? Tightened purse strings have challenged marketers to ask themselves this question. Hear best practices from the experts! In this panel Kevin Stirtz, Mary van de Wiel and Paul Cheney offer surprising and counter intuitive insights into the value of customer acquisition vs. customer optimization. Kevin...
Customer Management IQ
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Would you believe it if someone told you that in over 50% of cases, lack of trust was the primary reason a customer decides not to buy? According to customer experience expert Shaun Smith the elephant on the table in the failed sales department is absence of trust. Shaun Smith is an internationally acclaimed consultant and thought leader. His latest book is "See, Feel, Think, Do – the power of instinct in business" which investigates the role of instinct and innovation in customer...